Reservations Manager w/hotel experience

2 weeks ago

New Orleans, United States Hotel Monteleone Full time
Job Description

Job Title: Reservations Manager

Reports To:

FLSA Status:Non-Exempt

Department:Reservations

Division:Sales

Location:Hotel Monteleone

Summary

Supervises and coordinates activities of associates engaged in taking, recording, and canceling reservations by performing the following duties.

Essential Duties and Responsibilities

The Hotel Monteleone, a luxury full-service property in the French Quarter, is seeking a Reservations Manager.
  • Previous front office and/or reservation management experience required.
  • Customer service and strong leadership.
  • Organization and time management skills.
  • Train and Manage staff of Reservation Agents and Supervisors along with implementation of Preferred Hotel Group & Forbes Travel Standards.
  • Department Scheduling and Payroll Processing.
  • Attending daily and weekly Operational meetings.
  • Manage all transient reservations (includes but not limited to reviewing arrivals, duplicate reservation check, OTA reconciliations, input FIT/wholesale reservations, enforcing payment policies for special event dates).
  • Process travel agent and OTA commissions.
  • Process no show and late cancellations.
  • Process and mail gift cards.
  • Balance room types and overselling.
  • Assist in resolving billing disputes.
  • Respond to guest emails in a timely manner.
  • Support staff with guest complaints.
  • Support Accounting and Front Office Departments.
  • Corresponds with travel professionals for anything related to a guests' stays.
  • Assists guests as necessary with problems and inquiries
  • Opens, closes and allots inventory to extranets as needed for Hotel Monteleone and Bienville House as instructed
  • Determines work procedures, prepares work schedules, and expedites workflow
  • Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
  • Studies and standardizes procedures to improve efficiency of subordinates
  • Performs the work of subordinate personnel as needed
  • Adjusts errors and complaints
Competency

To perform the job successfully, an individual should demonstrate the following competencies:
  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
  • Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service ; responds to requests for service and assistance; meets commitments.
  • Interpersonal - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
  • Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; Puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes accomplishments of other team members.
  • Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
  • Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.
  • Delegation - Delegates work assignments; Matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.
  • Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; inspires respect and trust; accepts feedback from others; provides vision and inspiration to peers and subordinates; gives appropriate recognition to others; displays passion and optimism; mobilizes others to fulfill the vision.
  • Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; Improves processes, products and services; continually works to improve supervisory skills.
  • Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
  • Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
  • Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
  • Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.
  • Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
  • Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
  • Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
  • Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative- Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
  • Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
  • Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
  • Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
  • Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
  • Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
  • Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
  • Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions ; uses equipment and materials properly.


Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.Ability to write routine reports and correspondence.Ability to speak effectively before groups of customers or employees of organization.

Math Ability

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Payroll systems; Internet software; Opera database software and Contact Management systems and a demonstrated ability utilizing Microsoft Excel to create spreadsheets.

Certificates and Licenses

No certifications needed

Supervisory Responsibilities

Directly supervises 5 - 6 employees in the Reservations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel.

Education/Experience

Associate's degree (A. A.) or equivalent from two-year college or technical school; five (5) plus years of hotel reservations experience; two (2) or more years of hotel supervisory/management experience; demonstrated ability utilizing Microsoft Excel to create spreadsheets.

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